Lecture_Slides_04-04-11

Lecture_Slides_04-04-11 - ITM 309 Customer Relationship...

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1 ITM 309 Customer Relationship Management and Business Intelligence Dr. Frederick Rodammer Michigan State University Eli Broad College of Business Rodammer@bus.msu.edu April 4, 2011 12/11/11
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2 Today’s Learning Objectives Discuss American Cancer Society Case Understand the CRM technologies used by sales departments, customer service departments, and marketing departments Summarize the best practices for implementing customer relationship management systems Compare CRM, SRM, PRM, and ERM Understand Operational, Tactical, and Strategic Business Intelligence 12/11/11
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3 CLOSING CASE TWO American Cancer Society What benefits could the American Cancer Society (ACS) gain from using analytical CRM? How could the ACS use SRM to increase efficiency in its business ? How could the ACS use BI and data mining to help fight cancer ? 12/11/11
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4 Operational and Analytical CRM 12/11/11
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5 USING IT TO DRIVE ANALYTICAL CRM Analytical CRM information examples 1. Give customers more of what they want 2. Value their time 3. Overdeliver 4. Contact frequently 5. Generate a trustworthy mailing list 6. Follow up 12/11/11
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6 Using IT to Drive Operational CRM 12/11/11
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7 Marketing and
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This note was uploaded on 12/11/2011 for the course ITM 309 taught by Professor Rodammer during the Spring '08 term at Michigan State University.

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Lecture_Slides_04-04-11 - ITM 309 Customer Relationship...

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